FAQ

Here are some useful answers to questions we are frequently asked.
Please just contact us if you need any further details or specific arrangements made.

Airport Taxi Service


  Can I do this myself at the airport or can you arrange?

There are many options for you to choose from:

1. Bus Service

...there is a regular bus service between the airport and Cape Town's Civic Centre in the city center; you will then need to get a taxi from here.

2. Uber

...this requires you to have an account with app on your mobile and data working when you land. You should be able to pick up a sim package at the airport. Being an unregulated taxi service driver skills can vary greatly; they are not allowed to wait at the airport so loiter on the approach road.

3. Airport Taxi Services

...regulated and they have desks as you leave baggage area and as you exit into arrivals hall. As always with any taxi service that is not metered make sure you agree the cost before starting your trip.

 

We can of course arrange and pre-book our recommended friendly airport taxi service to meet you with a name board as you come into the arrivals hall just past customs. Their cost includes their reasonable waiting time, for the flight you have confirmed you will be on, and parking. This gives you peace of mind that after a long flight someone will be waiting with a friendly smile when you land.

When you complete our booking form simply fill in your flight details plus number of persons and then we will confirm your airport pickup giving you your drivers contact number. We can also happily arrange your return trip either in advance or when you are already staying with us.

Check-in time is from 14:00 – 17:30 Monday to Friday and 14:00 – 15:00 weekends/public holidays. For late airport arrivals after 17:30 weekdays and 15:00 weekends/public holidays please arrange for an airport pick-up service with us and your driver will take you directly to your property. Please read "late check-in" for further details.

 

Journey time can vary depending on direction and rush hours. The standard time is about 30 minutes however week day mornings driving into town can take a lot longer. Please, when leaving to the airport weekday afternoons give yourself at least an hour as again rush hour traffic can take much longer.

Baby Cots


  Do you provide baby cots?

Yes, we can add a baby cot to your property at a nightly rate of R85 with basic bed sheets and if you are staying longer than 5 days the charge is free from day 6.

We do have a massive shop called Baby City, which is only a couple minutes walk away, in case you have forgotten something.

Booking & Payment Process


  How does the payment process work?
  • If booking directly from our website when you make the booking you can securely pay the deposit at the same time. 50% 30 days prior to arrival or 100% if less than 30 days. We will send you a confirmation email and booking form to complete.
  • If you have booked via another platform then upon receipt of your completed booking form, that we will send you, we send you a secure payment link so you can make payment for the 1st 50% Rental Deposit.
  • 30 days prior to arrival you will receive another payment link for the 2nd 50% Rental Deposit.
  • These secure payment gateway links will expire if not paid on time; please email us if this happens and we will of course resend
  • If Rental Deposits are being paid by a 3rd party, who is not the main guest and not staying, then please make sure when you return the booking form you send us the full name and email of this person so the correct details are then sent for the 3D Secure payments.
  • The separate refundable Property Security Deposit is payable by credit card only upon check-in by the main guest staying.
  • Any refunds for International EFT's will be refunded at the ZAR amount we originally received in our bank account and minus any international bank transfer fees.

 

  When do I need to pay?

1st Rental Deposit is due 48hrs from making booking

2nd Rental Deposit is due 30 days prior to arrival; if booking is less than 30 days from booking date full 100% Rental Deposit is required

Refundable Property Security Deposit  is due at check-in; must be paid by credit card and by the main guest staying in the property.

We please kindly ask that you make payments on time so that you booking is not released.

  How does the booking form work?

Our booking form checks and confirms your contact info. and accommodation details, provides us with full list of guest names, arrival times and optional airport taxi requirements plus additionally provides you with important information, property security deposit and our T&C’s. If you need more time to complete and send back or want to cancel this booking then please let us know.

The main guest name must be the person staying who will take full responsibility for the booking upon arrival.  

If you plan to change the number of persons during your stay please add optional detail on the form and we will then resend a revised form with these amendments.

When you open the form in Adobe Reader please select “Fill & Sign”. Adding an electronic signature is easy with Adobe; simply take a picture of your signature and send to your device i.e. save to desktop or photo file. Within the form click the “Sign” logo in the middle of the top tab bar or side right bar (changes depending on Adobe prog. being used plus PC or Mac etc.) and select your signature, fitting it into the two required signature boxes. Then “Submit” which should open a mail window, addressed to  book@dewaterkantcottages.com with form attached. Placing your cursor over certain boxes will give you helpful tool tips.

If you are having difficulties with this electronic method the alternative is to complete form manually, sign and then you can scan/email or photo/email or fax back to us.

Once we receive your completed booking form you will be sent a confirmation email and separate bank 3D Secure payment links if not paying via EFT. If your bank does not have 3D Secure let us know and we will send you a manual credit card authorization booking form.

  Is there anything else I should know about?

Yes, we do have some General Information which covers house polices and useful details to assist you.

  Do you accept credit cards?

Yes, Visa & Mastercard.

We use a 3D Secure verified credit card system which enables you to pay by card remotely without giving us your card details.

3D Secure transactions initiates a re-direction from the payment link to the website of your bank to then authorize your payment by requesting your personal code or card pin number. This helps protect against fraudulent card use by unauthorized individuals. You can easily register with your bank if you do not already have this service.

If your bank has yet to use this standard security protocol then please let us know and we will send you a manual credit card authorization form. This manual process requires the credit card holder to be the main guest staying and to have the card present upon check-in. All credit card slips will be available upon check-in to sign and you will be given your customer copies. Important to note we are also legally required by Visa and Master-card to take a signed bank voucher imprint of the card for the total amounts and to keep this bank voucher slip for 180 days. This protects both parties against any card disputes and is a per-requisite if you choose this manual card option.

  Can I pay by bank transfer?

Absolutely, for national ZAR EFT payments please make sure you use your booking surname, property name you have booked and date of your arrival as reference e.g. SMITH40NAPIER1-1-2018.

We can accept international bank transfers in ZAR however please note any bank fees will be applicable to you and this also applies to refunds. Any foreign funds that come into South Africa require the receiving bank to send us a BOP (Balance of Payment) form which we then have to complete and send back to the bank for them to be able by law to then clear the funds into our account.

If you are paying by EFT then funds need to have cleared into our account as per our deposit terms; 50% to make a booking and 50% 30 days prior to arrival. We can only confirm a booking once funds have cleared into our bank; please remember to send us your payment confirmation and we can then re-check with our bank.

If you cannot work with 3D Secure credit payments, and we have had to take a manual transaction, then we will need to take a copy of your credit card for security upon check-in along with separate signed bank voucher imprint for the same amount. 

The property security deposit must be paid by credit card and we do require this upon check-in.

Breakfast


  Can you provide and include within the accommodation rate?

All our properties are self-catering, the village has so much to offer in the way of cafes and restaurants plus food shops and are all within a couple minutes walk of our properties, we will happily recommend places to suit all tastes.

Cleaning


  Are your properties serviced?

Yes, a full service is done six days a week with a light service of replenishing towels, cleaning bathrooms, making beds and removing rubbish on Sunday. We do not service properties on public holidays South African Public Holidays 2018

  What time do you clean?

Our housekeeping staff don’t like to disturb you too early so from 10am till just after 4pm. If you do have a specific time then let us know and we will see if we can assist.

If you do not want to be disturbed on a particular day just let us know; if you choose, we can clean inside on alternate days however as we cannot extend this for longer periods of no cleaning as our owners expect their properties to be looked after. The outdoor areas, have to be maintained six days a week excluding public holidays.

Early Check-ins


  If our flight arrives early can we check-in early?

If the property has not been booked the night before, is already serviced with no maintenance planned then we might be able to do an early check-in from around 1pm however we are sorry in advance if this not possible.

If the property has a guest checking out that same day then the normal 2pm check-in applies; we are happy to store your luggage and give you a call if we can get you in earlier. Unfortunately our reception does not have changing facilities.

Entertaining


  Can I invite friends around to the property?

Of course, most properties have additional glasses and crockery so you can entertain a couple of friends and we do encourage you to enjoy the place as a home. All we ask is that you respect the property accordingly and make sure there is no smoking inside and that there is no more than 2 additional visitors than the property can accommodate.

Management reserves the right to ask visitors to vacate the property with immediate affect should the terms and conditions not be adhered to. Guests are responsible for their visitors and liable for any costs incurred.

 

We do not allow parties or events in our properties.

Extra Beds


  Do you allow more than two people to sleep in a room?

Apart from single bedrooms all bedrooms can only accommodate two persons and we do not add additional portable beds. We unfortunately do not allow three people to sleep in a double bed or allow sleeping on sofas.

Extra Guest Services


  What do you offer?

We can provide or help with additional services such as property flowers, pre-stocked kitchens, laundry and driver day or half day tours. If you need anything else arranged we will be happy to assist or recommend.

Hairdryers & Irons


  Do you provide?

Yes, every property has at least one hairdryer in the master bedroom. In addition there is also an iron and ironing board.

Hire Car


  Can you recommend?

Cape Town has all the major leading international car hire companies which are located at the airport and in the city. Avis and Budget are both a short 5 minute walk from our reception.

House-keeping


  What service do you provide?

On daily rentals a house-keeper will do a standard clean weekdays, Saturday and a light service on Sunday's; we do not service on public holidays. A house-keeper assistant will also clean, water (when no restrictions) and maintain the outdoor areas Monday to Saturday.

If the property requires a heavy clean due to extreme usage e.g. large dinner party then, at managements discretion, R350 heavy cleaning charge will be invoiced.

You can request not to have a cleaning service inside on a particular day however we have to access and clean all properties every other day. All outdoor areas need to be accessed and cleaned 6 days a week ecluding public holidays.

Internet Access


  What service do you provide?

As an extra service, and separate to your accommodation rate, we can offer free WiFi data in your property, when available.

conditions of use:

  • by providing this free extra service we do not guarantee 100% reliability;
  • any fault or interruption in service is out of our hands being controlled by third party companies; we cannot be held liable for any WiFi interruptions caused due to a faulty third party service;
  • we will report faults to third party companies and follow up;
  • we are not responsible for data speed;
  • as an extra free service, that is not linked to the accommodation rate, there will be no compensation, discounts, refunds or alternatives offered at the cost to the company should your WiFi not work;
  • you are not obliged in any way to use this free service;
  • other WiFi access options are available in the area and Cape Town;

device access:

  • number of online devices is determined by number of bedrooms in the property plus 1;
  • you are responsible for keeping the password private at all times and responsible for not giving out the password to any non-paying guests;
  • should it be discovered that you have breached the above then you will be liable for all costs relating to re-programming all related equipment;
  • you are only allowed access to the WiFi network when occupying the property during your rental period;

fair use & fair access policy:

  • as an uncapped home account, usage and access is determined by the ISP (Internet Service Provider) and not the company;
  • in protecting the integrity of their network for all customers the ISP reserves the right and will take necessary steps to prevent improper or excessive usage;
  • during peak network times priority is given to real time activity that includes emailing, browsing etc.
  • continuously uploading/downloading or using the service for unattended automated processes such as automatic updates will be managed by rate limiting (slowing down speed) and limiting or preventing service using specific protocols or ports by the operating date company;
  • continuous excessive usage of a service may result in termination of the Home Uncapped ADSL account;
  • any attempt to bypass Shaping Policies may result in termination of the Uncapped ADSL account;
  • the ISP reserves the right to manage the integrity of their network and should network capacity not be available at any time, they assure all clients that they will do this in a responsible manner should the need arise;
  • this service is best suited for average home users with little to no high bandwidth services such as NNTP, Peer-to-Peer and Torrents (and similar but not limited to);
  • the ISP will take swift and firm action with regard using their service to send and operate unsolicited spam and junk mail activity;
  • the ISP prohibits customers using their service to harm minors, including, but not limited to, hosting, possessing, disseminating, distributing or transmitting material that is unlawful, including child pornography;
  • guests are responsible to ensure unauthorized persons or minors do not gain access or misuse this service complying to all terms.

Late Check-ins


  How late can I check-in?

We do request, on the booking form you will receive, that you inform us of your approximate arrival time. For all arrivals after 17:30 weekdays and 15:00 weekends & public holidays please arrange in advance. Please see "Public Holidays" for more information.

If you are booking an airport transfer with us and arriving after these times then your driver will take you directly to your property.

If you are arriving in your own transport, outside our reception hours, then we will arrange a special late check-in where a member of our staff will meet you at our reception at 40 Napier Street; a fee of R200 per arrival time will be applicable. We will give you our out of hours/emergency mobile contact number to call half an hour in advance of you arrival so you can call to confirm with a more accurate time.

If your plans change at all to the time you have told us on your booking form please let us know in advance during our reception times.

We do ask all guests arriving late, using our airport transfer service, to come to reception the following day for us to take photo-copy(s) of your ID or passport and complete our registration; we can then provide further keys if required plus maps and WiFi details.

Late Check-outs


  Can I leave later than 10:00?

We can only let you know if a late check-out is available the day before departure; this unfortunately cannot be booked in advance. 

If we can assist with a late check-out after 10am then a fee applies of R500 (low season 2018) and R700 (high season 2018) up to 16:00. After this time then a full days rate will apply and be charged.

Laundry


  Do your self-catering properties have a laundry service?

Yes, you will find a bag and form in the master bedroom cupboard, simply follow the instructions.

All our properties have their own washing machines, some of this are combination dryers and others have separate dryers. Spar Supermarket is the closest store, and only a few minutes walk from our properties, and here you will find washing powder etc.

Linen


  Do I need bed linen & towels?

No, don't worry we provide all the standard bedline and towels in the property.

All beds have 100% cotton duvets and fitted sheets with bed blankets and optional flat sheets if required during the hot season. All beds come with micro-fibre continental and standard pillows.

We also provide black beach towels for you to use outside the property and do ask that only these are used outside of the bathrooms.

  How often are the sheets and towels changed?

In keeping with our water wise programme we do change bed linen every three days but if you require a shorter period then please let us know. Towels that are left on the floor are regularly changed.

Location


  How close are you to specific Cape Town locations?

Check-out the area info section which does give a breakdown of key distances to either walk or drive.

  What’s the location like? De Waterkant Village is a great place to base yourself if you want to be at the heart of the city. It is just below Signal Hill and above the V&A Waterfront, and tucked between the City Centre and Green Point.

Mobiles & Sims


  Can I use my international mobile and purchase a local SIM card?

If you have a cell phone that is a SIM-unlocked GSM 900 frequency you can purchase from mobile shops and supermarkets South African SIM cards for around R2-4.

Vodacom is the closest company and moble shop to our reception and located in Cape Quarter 2 just above Spar Supermarket.

Please come ask our team in reception to give you a covering letter as you will need this to purchase a sim card.

RICA

RICA is a law that requires all SIM card users to register their personal information against their cellphone numbers. New Starter Packs cannot be activated if they have not been RICA’d.

As a foreign visitor to South Africa, you will need the following to register your new starter pack.

  • Your Passport
  • Accommodation booking confirmation or proof of accommodation whilst visiting the country

The legislation helps law enforcement agencies track criminals who are using mobile phones for illegal activities.

Parking


  Is there any?

Apart from the properties with garages there is free street parking available plus Cape Quarter does have secure pay parking. At present the area does not have permits and being very close to the city center means a lot of workers park in during the weekday; come the afternoon more spaces become available.

Power Outages


  What is Load-shedding?

South Africa's state run electricity company is called Eskom and from time to time they impliment scheduled controlled power shut downs which is known as Load-shedding.

They do this to protect the power system from a total blackout due to high demand and not having enough power stations to balance the load across the whole network.

It is important to note that De Waterkant's power supply is on the same circuit as the local hospital so in previous periods of planned load-shedding we had few if any outages compared with the rest of Cape Town.

If we have experienced load-shedding it will take time for geyers to re-heat water plus we will need to reset any property timers. We can only apologize for any inconvenience caused however this is out of our conrol and affects the whole country.

  Are any Load-shedding periods currently scheduled?

The city of Cape Town has informed all residents that Eskom has resumed nationwide load-shedding from the 5th December. Outages generally last for about 2.5hours affecting pre-defined areas. Though De Waterkant falls into area 7, as mentioned it is important to note that we are on the same sub-station power circuit as the Somerset Hospital, in the Waterfront, and we have not been affected by any outages.

This is a map of Cape Town broken down into numbered areas.

Property Security Deposit


  What is this and how does it work?

In most major hotel chains a credit card inprint is taken to cover extras and incidentials. It is now common practise for self-catering companies to take a Property Security Deposit to pay for any damages or losses in the property.

We require this payment to be made at check-in and by credit card only, by the main guest staying.

Your separately paid Property Security Deposit will be released in full, if no issues, from our bank within 7 working days from your check-out date.

Please note this means your funds will have been released from our-side and left our bank account however the transfer merchant bank, Visa/Mastercard and your bank can take up to a further 7 to 10 working days to clear funds into your account which is standard banking practise. Within this total time-frame we unfortunately cannot confirm the exact day you will receive funds. If you have any difficulty in tracking this refund, after this total time frame, please let us know and we will of course contact the merchant bank to confirm payment transfer date details.

For more details please read our full policy on our Property Security Deposit

Provisions


  How close is the nearest food shop?

Cape Quarter has a large Spar supermarket with pharmacy as well as cash machines no more than 5 minutes walk from any property. On Somerset Road, about 5 minutes walk, there is a 24 hour petrol station with cash machines and Pick 'n' Pay Express food & drink store. Woolworths Food Store located in Green Point is just a 10 minute walk. The closest post office, travel exchange and banks are located at the V&A Watefront.

Public Holidays


  Do you clean on public holidays?

We do not service properties on public holidays; here's a link for South African Public Holidays 2019

  Is your reception open on these days?

Our reception is shut on the 25th December and 1st January; for arrivals on these days all guests have to use our airport taxi service which will take you directly to your property or if you have your own transport this driver will still meet you at your property and the single person taxis  fare applies. Please see "Late Check-in's" for further details.

For all other public holidays our reception hours are 10am to 3pm; more information on South African public holidays is available here.

Safety and Security


  Is it safe?

A question we get asked sometimes usually because most international first time visitors have only television news knowledge. Cape Town is a large metropolitan city and although you do have areas of poverty right next to wealth you basically should treat the place like any other major city and just use common sense. The same sensible practises apply in this city; do not leave visible valuables in vehicles and always lock windows and doors. Do not let strangers into your property.

The area does have it's own security (CID) which patrols on foot and in vehicles 24/7. Contact numbers are available in the property A5 guide.

Cape Town Tourism as put together a useful guide sheet with helpful advise and useful numbers called Travelwise Guide.

 

Here's some extracts from a recent article you mind helpful and a link to read the whole piece:

"There is definitely crime and extreme inequality, but that’s true everywhere and most Cape Town crime occurs outside of main tourism areas and does not involve tourists. Putting things in perspective: South Africa holds a level 2 travel warning from the U.S. State Department, which is the same level held by the United Kingdom, Spain, Barbados and Italy. If you’d visit one of these countries, you should consider South Africa equally. Most tourist crime involves theft and muggings."

"Cape Town is a city where it’s best not to wear your Rolex out at night. The Diamond ring should get tucked in a hotel safe too, as should any real valuables. It’s common sense after dark in New York, so it shouldn’t be any different here. Wear that stuff, you may get robbed – but that’s true in every major city of the world. Flaunting is rarely in good taste, and that’s especially true in cities with such disparity. When possible, venture out with at least one friend, loved one or fellow traveler."

"Cape Town is simply remarkable.There just aren’t many places where you can enjoy unmatched natural beauty, great hiking, surfing, beach time and also explore some of the finest cuisine and culture in the world. It’s where the world’s best Michelin starred chefs go for inspriation. Side trips to Cape Point and to nearby game reserves bring South Africa full circle, and there’s hardly a person who’s been who wouldn’t put it atop their list. Don’t let fear win. Just be smart about it."

 

Satellite Television


  What channels are available in the property?

All our properties have DSTV Compact which offers over 100 television channels and other 70 audio channels. Unfortunately South African DSTV account holders cannot use their own smart cards in our property decoders. For more information on channels and programming please view DSTV and select DSTV Compact.

For sports fans looking for particular matches that might not be available we recommend trying out The Fireman's Arms or Vasco da Gama Taverna, both just down the road and have a great ambience.

Tipping


  What is the normal amount and where do I pay it?

At your own discretion but as a guideline - restaurants normally are around 10-12%, long taxis journey's around R10-20 max, street car beggars (who are not legal so if you want to) no more than R2 and house-keeping staff is really up to you.

Closer in the city there are official council parking attendants, during the day, that have machines and these you do have to pay depending on your time that you intend to park and they will come to you. Lastly, in petrol stations it is the norm for you to wait for an attendant to come to your vehicle then they will fill up and also clean you windows and take payment; we recommend giving me R2-5 tip.

Tours


  Can you arrange a tour i.e. day trip to the Winelands or Cape Peninsula?

Just let us know what you are looking for and we will happily recommend or arrange. Let us know if you prefer a personal tour guide, or a driver and vehicle or if you are happy to join a small group and we will do the rest or point you in the right direction with recommendations.

Travel Regulations


  Do I need additional paperwork if travelling with children?

As of the 8th November 2019 the Department Home Affairs removed the confusing Un-abridged Birth Certificate requirement for all visitors travelling with children. Only a valid passport is required for foreign minors travelling to South Africa.

Water Restrictions


  Did "Day Zero" happen?

No, though Cape Town did experience the worse draught in 100 years for three years upto 2018. The council implimented water restrictions during this period to help reserve supplies though our taps never ran dry and the council campaign to make everyone use less water known as "Day Zero" never happened.

Cape Townians during this period learnt to become very water wise and to date still make every effort not to waster water.

 

90 Waterkant Street
110 Waterkant Street